Call Reporting

There are 2 types of Call reporting available, Basic Call Reporting and Enhanced Call Reporting. Basic Call Reporting: This offers the Administrator to download call logs as raw CSV data Enhanced Call Reporting: This offers the Administrator, a Call Summary in the form of graphs, and the ability to create different types of scheduled call reports and have them sent automatically by email. This enhanced service is in addition to the raw CSV data offered by Basic Call Reporting.

Basic Call Reporting

info-note.png INFO: Basic Call Reporting offers the raw calls in CSV format containing details of all calls made (up to 1 month at a time) to and from the lines within your Business Group. This includes calls to MLHGs within the Business Group or department. The reports can be filtered by date and department.

To access Call Reports you will first need first need to be Admin to log onto the CommPortal BG Admin interface https://commportal.connectbetter.net/bg

Once logged in, from the left hand menu click on Call Reports. This will display a page similar to the following: 

report01.png

On this screen, the BG Admin can

To download call logs:

Choose a date that is no longer than one calendar month or 30 days if spanning 2 months. 

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You can also select a Department if applicable. Click on Download to save the CSV file to your computer.  

Exported CSV Format:

The CSV file will be labeled as bgcalllogs.csv Each call log is represented as a line in the exported CSV file. Each line shows the fields in the order listed below. When the field is not applicable, it will be empty in the CSV report. Field headings are as noted below:

Enhanced Call Reporting

info-note.png INFO: If you only see the Basic Call Reports page Enhanced Call Reporting may not be configured for your account. Please contact you service provider for further information.  

To access Call Reports you will first need first need to be Admin to log onto the CommPortal BG Admin interface https://commportal.connectbetter.net/bg

Once logged in, from the left hand menu click on Call Reports. This will display a page similar to the following: 

reports4.png

The Call Reports page has 3 sections: 

Call Reports: Summary

This page shows the following 3 graphs based on your calls. Calls, Average Call Duration and Average Alerting Duration. 

Calls: 

This shows the number of incoming, internal and outgoing calls.  

reports5.png

In this example we can see the distribution of calls throughout the working day, with a dip around lunchtime.  There is a spike in unanswered incoming calls mid afternoon that should be investigated as these could result in lost business.

Average Call Duration:

This shows the average call duration for incoming, internal and outgoing calls.